Returns and refunds

At Supaloo, we want you to be completely satisfied with your purchase. This Returns Policy outlines our procedures and conditions for returns, ensuring a fair and transparent process for all customers.

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all Supaloo products, subject to the conditions outlined in this Returns Policy. If you are not satisfied with your purchase for any reason, you may return it within 30 days of the delivery date for a full refund.

2. Eligibility Criteria

To be eligible for a return under our 30-day money-back guarantee, the following conditions must be met:

2.1 Product Condition: The product must be returned unused, in its original condition, and with all original packaging, manuals, and accessories included.

2.2 Proof of Purchase: You must provide a valid receipt or proof of purchase from Supaloo.

2.3 Timeframe: The return request must be initiated within 30 days of delivery.

3. Exclusions

The following items are not eligible for return:

3.1 Installed Products: For hygiene reasons, products installed on a toilet cannot be returned unless they are faulty.

3.2 Discounted Items: Items sold as "final sale" or with significant discounts may not be eligible for return unless required by law.

3.3 Custom Orders: Custom or special-order items are not eligible for return unless they are faulty. (Probably not applicable)

4. Returns Process

To initiate a return, please follow these steps:

4.1 Contact Us: Email our customer support support@supaloo.com to request a return authorisation. Please provide your order number and reason for the return.

4.2 Return Authorisation: Once your return request is approved, we will provide you with a Returns Authorisation (RA) and instructions on how to return the product.

4.3 Shipping: Ship the product to the address provided in the return instructions. You are responsible for return shipping costs, except in cases where the product is faulty (see section 6)

5. Return Shipping Costs

5.1 Customer Responsibility: In most cases, you are responsible for the cost of return shipping.

5.2 Faulty Products: If you are returning a faulty product, Supaloo will cover the cost of return shipping. We may provide you with a prepaid shipping label or reimburse you for reasonable shipping costs, upon presentation of valid proof of payment.

6. Faulty or Damaged Products

If you receive a product that is faulty or damaged, please contact us immediately upon receipt. We will arrange for a replacement, repair, or refund, as appropriate and in accordance with applicable consumer protection laws.

6.1 Australian Consumer Law (ACL): For Australian customers, our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

7. Refunds

7.1 Processing: Once we receive the returned product and verify that it meets our eligibility criteria, we will process your refund within [insert timeframe, e.g., 10 business days].

7.2 Method: Refunds will be issued to the original payment method used for the purchase.

7.3 Partial Refunds: In some cases, we may offer a partial refund if the product is not returned in its original condition or if parts are missing. (Optional)

8. Contact Us

If you have any questions or concerns about our Returns Policy, please contact us at:

support@supaloo.com or contact us on: +61478005261 — We are here to help!

9. Changes to This Returns Policy

We reserve the right to modify this Returns Policy at any time. Changes will be effective immediately upon posting on our website. Please review this policy periodically.